The pandemic is accelerating digital transformation and a need for greater customer engagement in many verticals, and banking is a prime example. We look at the current state of banking customer service, based our latest search.
Digital channels are now a vital part of the customer relationship, across every sector. Now, more than ever, it is essential that UK brands provide the right levels of service on them. We evaluated how they are doing…
Customer expectations are continually rising – particularly when it comes to the service they receive from businesses and the channels they use. We looked at the impact of demographics on customer service channel choice…
Delivering superior customer service requires balancing resources and channels to meet the full range of consumer needs. Read how luxury brand Montblanc has implemented Eptica self-service to deliver faster answers and free up the time of its agents, enabling them to focus on more complex queries…
The number of channels available to consumers has skyrocketed with the telephone, email and the web joined by the likes of chat and social media. But which channels do consumers want to use – and what are their expectations in terms of speed? Our latest research gives more insight into channel choice…
Despite the focus on big picture CX, the reasons why customers leave a brand are often subtle and can even be the result of an overzealous desire to attract, engage and delight. Here are some of my top customer churn symptoms and cures...
In a multichannel world neglecting email for customer service risks both satisfaction and revenues. How can brands therefore successfully cope with the rising volume of email queries? We outline 4 ways to empower agents to differentiate your service.
Recognition means ensuring that the efforts of your agents are recognised and celebrated. How can you achieve this? Based on our experience, here are 4 recognition programs that really increase morale for all.
Customer service and customer experience need to be constantly improving in order to meet rising customer expectations. Yet staff turnover in contact centers can mean knowledge and best practice can be missing – here are 5 ways that training can help…
Trust is central to any brand’s relationship with its customers. 9 out of 10 consumers will change supplier if they lose trust in a company. Yet brands are failing to build trust through basic customer service mistakes, according to the newly published 2019 Eptica Digital Trust study.